LDS Tools password

I am trying to help my mother who cannot remember her four digit LDS tools password. When I use the recover LDS account password, and enter her e-mail, I receive the e-mail from the church. However, the link (when I click her user name) is "broken" - it comes up that account.lds is invalid address so I can't access it. I tried it twice, once from phone, and once from computer, but got the same results. Appreciate any help.

I think if you uninstall and reinstall the app, it will ask you to set up a new PIN. Someone else here may know an easier way to do it.

Thanks for the suggestion - my mother is 93 and most frustrated with this situation!